Building Great Communities Webinar with JustGiving

Building a great customer community Webinar with JustGiving and Salesforce Community Cloud

Niall Murphy Communities Specialist Salesforce.com @nialljpmurphy

Richard Atkins Chief Information Officer JustGiving

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Today’s Speakers

Niall Murphy

Communities Specialist Salesforce.com

Richard Atkinson

CIO JustGiving

Businesses Must Engage a Broad Ecosystem

But Today’s Technology Falls Short

Branded and open

BUT…

Not personalized or interactive

Connected to business data

BUT…

Not mobile or personalized

Websites

Interactive discussion

BUT…

Not connected to business

processes

Social Communities Portals

How can your company connect customers, partners and employees

to drive true business results?

Why Community Cloud? Reimagine customer, partner and employee engagement

Personalized Relevant content recommended to each user.

Connected Drive action right from the community.

Mobile Rich, branded experience from any mobile device.

Connect with customers, partners and employees in a whole new way

Introducing Salesforce Community Cloud

Salesforce1 Platform Reliability

Security

Scalability

Business Context Business Data - cases,

accounts, contacts…

Workflow

Analytics Branded Templates

Responsive Design

Salesforce1 Lightning

Personalized Topics

Recommendations

Expertise

Reputation

Social Feed-First

Leverage User Content

(Q&A, Ideas)

Reimagine Customer, Partner & Employee Engagement

Connect

Faster

Connect

Smarter

Connect to

Business

Drive Business Results From the Community

Access, update and create Salesforce records

and objects

Support any workflow

Marketing Fund Requests

Lead Distribution

Access to Experts

Onboarding, Certification and Training

Shared Reports & Dashboards

Business Integration

Put Files In the Context Of Business

Make SharePoint files mobile and social with

Salesforce Files Connect

Manage official content in Libraries

Sync files across any device using Files Sync

Files

Customize The Community To Fit Any Brand

Build an interactive extension of the core brand

Customize every aspect of the community

using Visualforce

Make the site accessible with custom domains

Customization/ Branding

Create A Community Quickly With Pre-Built Templates

Choose a template specific to each use case

Customize any template with a point and a

click using the Lighting Community Builder

Mobile-first design makes templates

accessible on any device

Templates

Community Insights

Analyze community usage with pre-built

reports and dashboards

Moderate discussions and files

Easily create and manage topics

Manager Console

Access the Community Anywhere, From Any Device

Connect employees to the community with

Salesforce1 App

Build mobile communities with the Salesforce

Mobile SDK

Templates are fully device-responsive

Mobile

Richard Atkinson CIO, JustGiving

World’s largest fundraising

platform

22 million users

$3.3 billion raised

$1.6 million a day in 2014

No good cause should go

unfunded

Connecting people who care with

good causes

Globally trusted social giving

platform

GiveGraph

How?

How- donation processing

We invest in donation performance such that for each £1

processed on the biggest free platform, JG passes on 36p

more to the charity

Quadruple digit growth in charities outside UK

Low engagement

The old sign-up process was manual and

lengthy and took up to 28 days

Charity Self Signup Salesforce Communities

How- matching

Turn supporters into advocates. For each supporter

introduced to JG, we find another supporter.

On average, each fundraising page is published 3,000

times in Facebook feeds

JustGiving Insights Know your Impact

How - GiveGraph Power

Create movements of support for good causes.

Highlights so far

- Sign up process improvements 90% of sign ups used to be within 28 days

90% of sign ups now in handful of days

- Global sign up and engagement

- Comms click-throughs up three fold

JustGiving Campaigns

Allowing charities to engage with the GiveGraph

Coming soon…

Approach & Issues

Account/Contact records

• Keep or bin?

• Segmentation model

Synchronise with Production Environment

• Bulk API performance

• Outlier datasets

• Logging

Comms

• Small bugs look huge

• Data quality

Sign Up Process

• SSL certificate authorities

• Federated user authentication

• Unhappy paths

Performance data

• Separation of concerns

What does it all add up to…

Reach more

Inspire more

Raise more

Richard Atkinson @ClickRich

Have you been to the the Salesforce Success Community?

Access from help and training in any Salesforce instance.

http://success.salesforce.com :

• Best practice example of a large

scale community

• Navigate to the communities Implementation group or the

communities product group which have lots of great resources and

Q&A and Further Information http://success.salesforce.com :

Want to find out more?

• If you are already a Salesforce customer, then please speak

to your AE with any queries or to follow up

• Webinar recording and slides to follow next week by email

• View previous webinar recordings and sign up for upcoming

sessions: http://www.salesforce.com/uk/events/webinars/

Thank you